Gee, I hate talking about negative stuff, especially in relation to the Festive Season, but hopefully a timely warning will mean something positive for someone.
Beware of customers who demand refunds out of the blue in December just because their money’s getting short for the holidays. Yep, this happens every year, without fail.
Of course there’ll always be some genuine complaints, but contrary to the many and popular reports, not all “scams” are perpetrated upon the “poor unsuspecting” customer!
I also realise that people have genuine struggles, but under no circumstances is this a valid way for people to attempt to overcome them. You can feel sorry for people without being a doormat. Business is business.
There probably isn’t much you can do if you have a “no questions asked” guarantee, but if your wording allows and something seems suspicious, then I would ask questions and negotiate; offer alternatives before returning money.
Take note of dates. If they’ve exceeded your 30, 60 or whatever day terms, you have every reason for refusing to refund cash. Maybe an “apology” in digital goods would go a long way — not that you needed to, but if they ARE trying it on, your kindness will hopefully give them a twinge of guilt and make them think twice about doing so again!
More importantly, this may prevent them disputing the charge instead, avoiding a costly chargeback for you.
If you are left with no alternative but to reimburse:
Don’t take it personally. They may have LOVED your product. You were just in the wrong place at the right time.
Actually, a couple of things you should be doing to curb “buyers’ remorse” should also help prevent them picking on you. Firstly, when you follow up sales immediately, include a re-statement of the main benefit they get from owning or using your product. This is presumably what they wanted it for and is something they won’t want to do without.
And, of course, follow up again a few days later, seeking feedback and testimonials. It would be a bit obvious if someone had given your product a glowing endorsement in the past and suddenly want a “December” refund, wouldn’t it?
Even if you don’t have comments on file from these exact individuals, then getting that feedback regularly will give you enough knowledge and confidence to be able to spot someone who is trying to pull a fast one.
But finally, realise that while they may have gotten away with it, this time, that “what goes around, comes around”. Their antics will catch up with them eventually.
We’d all prefer to have an attitude of goodwill, but just be aware of both sides, so you too can have “Happy Holidays”.
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Copyright 2003 Pamela Heywood
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